How to escalate a support case

Sitecore encourages customers to always provide sufficient information in support cases to help determine the correct impact and urgency of the problem, and to follow best practices for interacting with the Sitecore Support team.

If Sitecore Support is not able to solve one or more support cases within a reasonable time, incorrectly prioritizes the situation, or fails to meet expected service levels, Sitecore provides an ability to escalate such cases to secure the attention of Sitecore management.

For Sitecore customers who have upgraded to 24x7 Premium support, critical support cases can be escalated by phone using the Sitecore Support Hotline. Such escalation guarantees situation assessment from a Sitecore Escalation Engineer and appropriate follow-up to the support case.

Details about the Sitecore Support Hotline escalation process can be requested from your Sitecore representative or by contacting the regional Sitecore office.